I like the idea of using FreshDesk. However, I don't like how all the automatic emails go out to my customers, auto-replies, new ticket creation notifications, new customer emails, and other emails coming from FreshDesk to my customers.
Can I disable that feature?
I'd love to continue using Gmail as-is - but record all the communications in FreshDesk, too, so my other staff members can monitor and act accordingly under their support email address via Gmail.
Is this possible?
Good day, John,
You would be able to stop sending email notifications from Freshdesk to the requester of the tickets (customers) by toggling off the requester email notifications under Admin -> Email notifications -> Requester email notifications.
Make sure there are no automation rules set up to trigger emails to requester based on certain conditions. Navigate to Admin -> Automation -> Ticket creation/ Time triggers/ Ticket updates automation -> Check for the action - Send email to requester in the rules. Similarly, if you do not want to send outbound emails to customers from Freshdesk, you can toggle off the "Allow agents to initiate conversation with customers" option to not show the '+New email' - Outbound email functionality.
Also, you would be able to use Freshdesk to record the conversations/communication with your customers. Please note that you should use the support email address (Admin > Emails) as CC in the replies for email threading and the agent mailbox for replying to customer replies. If support email address mailbox is used for replying, email looping would occur, thus, not appending replies in tickets and losing track of communication.
For further queries, you can reach out to support@freshdesk.com and we would be happy to help.
Cheers!
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